Performance Rating [v4.8.1]

For versions:4.8.1

Performance Rating

Performance rating is allow the Quality Assurance (QA) to review and evaluation of agent performance. Quality Assurance (QA) can use score to appraisal agents’ performance during interactions with customer’s. In addition, Quality Assurance (QA) can see where agents are failing to resolve customer’s problems or generally leaving consumer’s unsatisfied. Evaluating performance across live chat provides Quality Assurance (QA), with a wealth of actionable data.

  • Login as ‘Quality Assurance (QA)‘, for the 3Dolphins SRM login mechanism, do the steps described on the ‘Login‘ page,
  • First, navigate to add performance rating agent, you can do this by click the ‘Quality Assurance‘ menu and selecting ‘Performance Rating‘.

Add Appraisal

Add performance rating is a process to give appraisal against agents performance during interactions with customers. In the available tickets tab, select ticket and click plus button. Then, you will see a pop-up form appraisal and conversation chat history. In the form appraisal, you can select template criteria and click apply template button. If there is no criteria template, you can create template criteria as described in the rating criteria menu.

The criteria template will appear if matches between the channels in the criteria template and the selected channel ticket. For example, if the criteria template is created for the live chat channel, the template criteria will only appear on live chat tickets and not appear on telegram tickets, e-mail, etc.

  • Field component explanation :
NameDescription
Ticket NumberA unique number that’s assigned to each ticket.
Total ScoreTotal percentage of score minus additional score reduction.
CriteriaCriteria for evaluating the template used (Required).
%Point of criteria (Automatic Required).
ScoreScore for criteria. score divided into three category, i.e ‘Score=0‘, ‘Score=1‘ and ‘Score=N/A‘ (Required).
Remark CriteriaTo add a remark or description of each criteria which has a score of 0.
Additional Score ReductionIf additional score reduction is entered, the total score will automatically decrease (Optional).
Remark AppraisalTo add a remark or description for overall appraisal (Optional).

After selecting the template criteria, you can specify the score of each criteria. By default if the score is 0, you should enter the criteria remark.

Description of Score Value :

NameDescription
Scale 1it is used to indicate if information in a criteria is suitable with case, then ‘Score=1’.
Scale 0it is used to indicate if information in a criteria is not suitable with case, then ‘Score=0’.
Scale N/A (Not Applicable)It is used to indicate when information in a certain criteria is not provided, either because it does not apply to a particular case in question or because the answer is not available. But, in the rating score, the N / A scale has the same score as scale 1.
For example calculate total score :
~Case 1~
Criteria A
Score : 1
Percentage Score : 50.0%
Criteria B
Score : N/A
Percentage Score : 50.0%
Additional Score Reductiona = 0
Total Score : (Total percentage – percentage score 0 ) – Additional Score Reduction = (100.0% – 0) – 0 = 100.0%

~Case 2~
Criteria A
Score : 1
Percentage Score : 50.0%
Criteria B
Score : 0
Percentage Score : 20.0%
Criteria C
Score : N/A
Percentage Score : 30.0%
Additional Score Reductiona = 10
Total Score : (Total percentage – percentage score 0 ) – Additional Score Reduction = (100.0% – 20.0%) – 10 = 70.0%

If you’re done, you can click Save button. And then, you will prompts to confirm submit appraisal request, click yes to proceed or you can click no to return to the performance rating page.

For example, click yes button. Then, tickets that have been appraise by Quality Assurance (QA) will be moved to the ratings tab, as shown in the image below.

Change Appraisal

Sometimes, you might need to change appraisal that have been added. Maybe it’s because you need to update the score, additional score reduction, add remark or other problem. To edit appraisal, go to quality assurance > performance rating menu and click ratings tab. In this tab, tickets that are appraise by evaluator (quality assurance) cannot be updated by quality assurance that are not evaluators of those tickets.

Select a ticket from the ranking tab list and click the edit button. Then, you will see a pop-up form appraisal and conversation chat history. In the appraisal form, you can change the appraisal as needed. For example, update score in the criteria “Hard Skill – Solution” from 0 to 1, as shown images below.

If you are finished click the save button, then you will prompts to confirm submit appraisal request, click Yes to proceed or you can click No to return to the performance rating page.

If update the appraisal is successful, you will see a notification of success and the total score will be updated automatically according to the score on the criteria.

Filter Ticket

In the performance ratings page allows the Quality Assurance (QA) to filter data based on various parameters. In the 3Dolphins system, filter tickets for Quality Assurance (QA) consist of 6 categories, i.e:

  1. Filter by Operator Team.
  2. Filter by Channel Type.
  3. Filter by Chart Filter.
  4. Filter by Category .
  5. Filter by Closure Types.
  6. Filter by Evaluator

Filter ticket by Operator Team

This section contains instructions on how to filter ticket by operator team. On the left side of the page, you can see the operator team section, you can filter tickets or assessment based on operators by clicking the filter icon ()

Filter ticket by Channel Type

Allows the Quality Assurance (QA) to filter tickets based on channel type. By using this ticket filter you can see particularly (separate / distinguish) the type of tickets your received. For now 3Dolphins can filter 18 channels type, i.e. :

  1. Facebook page Filter
  2. Facebook Messenger Filter
  3. Twitter Mention Filter
  4. Twitter Direct Message (DM) Filter
  5. Email Filter
  6. Telegram Filter
  7. Youtube Filter
  8. Instagram Filter
  9. Livechat Filter
  10. Telepony Filter
  11. Exentric Filter
  12. Ms. Team Filter
  13. Skype Filter
  14. Whatsaap Filter
  15. Line Filter
  16. App Follow Filter
  17. Generic Filter
  18. Walkin Customer

On the left side of the page, select channel in box channel type. For example, select channel type ‘E-Mail‘. And then, you will see a ticket with channel type ‘E-Mail‘ such as images below.

Filter ticket by Chart Filter

Allow the Quality Assurance (QA) to filter tickets within a custom date range. Go to customer support page and filter ticket with custom range date, for example select start date 01/17/2020 until 01/20/2020 . Then, you will see tickets with a custom date range that you have set, as shown below.

Filter ticket by Category

Allows the Quality Assurance (QA) to filter ticket based on category. For example, tick service category Severity – High. And then, you will see all ticket with category type Severity – High such as images below.

To view step by step add category, please refer to paragraph classifier page, section ‘Paragraph Classifier On Chat Ticket‘.

Filter ticket by Closure Type

Allows Quality Assurance (QA) to filter tickets based on the type of closure chosen by the agent when closing customer tickets. For example, tick closure type ‘Resolved‘. and then, you will see a list ticket with closure type ‘Resolved‘, such as images below.

Filter ticket by Evaluator

Allow the Quality Assurance (QA) to filter ticket based on evaluator team. Click rating tab and on the right side of the page, you can see the evaluator section. You can filter tickets or assessment based on evaluator by clicking the filter icon ()

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